TECHNOLOGY SUMMARY:

• +10 years expertise in an desktop environment, High level knowledge and experience with SCCM 2008, - 2012 version 5.0, OS Deployment Deployment (MDT) Ghost and USMT migration tools, Task Sequence Wizard, PXE, Media bootable USB imaging, Group policy, End User Data migration, Hard Disk wipes
• Citrix, Cisco Anytime connect, Power Chart, Dragon, Outlook 2010, 2013, 2015, Bomgar and Microsoft remote access tools, Lotus Notes, Microsoft Office 2007, 2010 & 2013
• Microsoft Server 2008, 2012, PST Outlook Files, Remedy and Servicenow ticketing
• Asset management, documentation, Disposal of computer equipment, Rack and Stack, Break / Fix, Move/ Add, +10 years dedicated customer service
• Active Directory, Domain Services, Proxy Server configuration, DNS Networking, TCP/IP troubleshooting and configuration, LAN, WAN, Hardware & Software installation and support
• Printer configuration and installs including Zebra printers, Laserjet, handheld printers, install and monitor barcode scanners, Pen pads,Pharos, Hip Pocket hardware, Liebert UPS, Server installs, Server software installation, Follow and understand all guidelines involving HIPAA Laws

EXPERIENCE:

Refresh Specialist

Confidential

Responsibilities:

• Meet Branch Manager Explain steps
• Locate hardware, check in with Tier 2
• Complete hardware inventory, unbox hardware for staging, start printer and workstation build
• Remove HP G5, G6, or G7 server, Liebert UPS.
• Power down old server ensure erasure of drives, relocate new server
• Install new UPS, remove old UPS and Server take to a skid to be removed and clean up all trash
• Validate all hardware Tier 2 that all hardware installed
• Pack all removed hardware, return to skid or apply UPS label where applicable.
• Install Printer MFP
• Locate computers that will be replaced
• Install computers and monitors, keyboards and mice
• Reconnect all peripherals that were removed from the old systems and reinstall

PC Technician

Houston, Texas

Confidential

Responsibilities:

• Set up the testing area with needed computer equipment for the migration process
• Build desktops and laptops with approved image
• Installed software using SCCM 2012 (System Center Configuration Manager)
• Set up workstations for new hires
• Trained new hires on printers
• Moves, Adds and changes of Servers, Switches, Computers, Printers to keep equipment up to date with user requirements
• Disposal of damaged, outdated computer and networking equipment preparing pallets for pick up
• Shipping and Receiving of new desktops, laptops and other computer components
• Tracked incoming and outgoing PC's by collecting asset and serial numbers Documenting Excel spreadsheets
• Desktop support resolving issues for end-users

Ankeny, Iowa

Confidential

Responsibilities:

• backed up user information for laptops being upgraded
• SCCM OS deployment assuring Task Sequence completes backup
• Find and verify USMT directory was created successfully
• Upgrade Migration
• Restore and install Operating System
• Assure all needed configurations for prime user are ran in specific order
• Modify proxy, time zone and wireless settings
• Add network printers
• Change icons and taskbar per site specifications
• Verify favorites have migrated
• Add all need applications for specific user
• Completed all needed documents
• Verify all needed changes have been successful before leaving site

Confidential

Responsibilities:

• Granted End Users access to different groups and applications
• Created tickets for different departments when an error had been found
• Granted and revoked access to Microsoft Outlook email accounts
• Gave input during weekly department meeting discussing recurring tickets documenting for future access
• Removed End User access to groups and Microsoft applications and Third party applications

Desktop Engineer

Confidential

Responsibilities:

• Set up the testing area with needed computer equipment for the migration process
• Moves, Adds and changes of Servers, Switches
• Discovery and documentation of end-user computer location and condition
• Contacted end-users to set up migration appointments
• Disposal of damaged, outdated computer and networking equipment preparing pallets for pick up
• Shipping and Receiving of new desktops, laptops and other computer components
• Tracked incoming and outgoing PC's by collecting asset and serial numbers Documenting in Excel spreadsheets

Lead Printer Technician

Confidential

Responsibilities:

• Instructed 1 printer tech in installing HP printers
• Install new Laser-jet and Zebra printers
• Prepare new 725’s, 602’s, 4555’s Hewlett Packard printers
• Setup needed hardware for all new Hewlett
• Packard and Manage As Is printers
• Installs and configuration on the new Hewlett Packard printers and Pharos, Hip Pocket hardware
• Educate end-users in use of new printers via phone or desk side ensuring all answers are the same and accurately
• Complete all paperwork accurately

Lead Printer Technician

Johnston, Iowa

Confidential

Responsibilities:

• Lead printer technician
• Instructed 6 printer techs in installing HP printers
• Install new Laser-jet and Zebra printers
• Prepare new 725’s, 602’s, 4555’s Hewlett Packard printers
• Setup needed hardware for all new Hewlett
• Packard and Manage As Is printers
• Installs and configuration on the new Hewlett Packard printers and Pharos, Hip Pocket hardware
• Educate end-users in use of new printers via phone or desk side ensuring all answers are the same and accurate
• Complete all paperwork accurate

Lead Printer Technician

Ankeny, Iowa

Confidential

Responsibilities:

• Lead printer technician
• Instructed 6 printer techs in installing HP printers
• Install new Laser-jet and Zebra printers
• Prepare new 725’s, 602’s, 4555’s Hewlett Packard printers
• Setup needed hardware for all new Hewlett
• Packard and Manage As Is printers
• Installs and configuration on the new Hewlett Packard printers and Pharos, Hip Pocket hardware
• Educate end-users in use of new printers via phone or desk side ensuring all answers are the same and accurate
• Complete all paperwork accurately

Confidential

Responsibilities:

• Remotely walked field workers through the migration process
• Assisted callers with backing up data and transferring data to new PC’s
• Build desktop and laptop machines on a Windows 7 platform
• Educate users on new OneDrive backup application
• Use numerous applications tools to assist with Windows 7 Migration
• OS Deployment, USMT, USB deployment
• Remotely access user’s pc to make changes to new operating system
• Printer configuration and installment
• Troubleshoot hardware and software issues

PC Technician

Des Moines, Iowa

Confidential

Responsibilities:

• Was part of the hardware resolution team for OneCare operations Go Live
• Set up and installed new PC’s for command center
• Desktop and phone support resolving issues for end-users experiencing related to hardware, applications, 3rd party application and connectivity
• Received bonus for completing project on-time
• Windows networking TCP/IP configuration and troubleshooting
• Remote Desktop tool used to access user’s desktop and assist them in a task they needed to complete

Customer Service

Des Moines, Iowa

Confidential

Responsibilities:

• Provided refunds to customer accounts
• Opened incoming mail and responded to customers’ requests
• Answer customer questions when taking incoming calls answered account questions and providing support to customer needs
• Wrote reports on customers’ accounts providing information on amounts of refunds

Help Desk Analyst

Confidential

Responsibilities:

• Front line customer service phone support for Wells Fargo employee end-users
• Diagnosing and resolving problems that fall within defined guidelines and escalating more complex problems to other technical support teams and/or outside vendors
• Windows networking TCP/IP configuration and troubleshooting
• Passwords and internet access resetting for Wells Fargo employees from across the U.S.
• Remote Desktop tool used to access user’s desktop and assist them in a task they needed to complete
• Assisted in moving files from PC’s to an external hard disk before Windows 7 installation
• Desktop support server side and troubleshooting hardware installation/ configuration and assisted in encryption of hard drive
• Installed 3rd party applications
• Routed calls to correct locations
• Assisted WF employees via phone on ordering equipment including hardware and software

Help Desk Analyst

Confidential

Responsibilities:

• Password resets
• Participated in weekly training and online classes
• Assist callers with online training applications needed for their certification and state licensing

Computer Lab Tech

Des Moines, Iowa

Confidential

Responsibilities:

• Opened and Closed Lab
• Ran needed security checks on the labs computers
• Hard drive encryption used on student files
• Assist faculty with system and password updates
• Assisted students based on their individual needs
• Provides varying levels of desktop computer support for faculty, staff, students
• Basic support includes phone and email-based assistance for routine technical problems and questions.

Internet Tech Support

Des Moines, Iowa

Confidential

Responsibilities:

• Responded to customer’s high-speed internet customer service calls regarding use of Confidential  services with various hardware and software platforms
• Enter detailed information for each call into call tracking system
• Walked customers step-by-step through common hardware and software configurations problems
• Set up Microsoft Outlook, Outlook Express email accounts and Rebuilt Outlook profiles
• Scheduled on-site service calls when necessary and kept records of all technical issues
• Maximized product functionality by educating the customer on their individual needs

Webmaster / Desktop Support

Des Moines, Iowa

Confidential

Responsibilities:

• Maintained and updated website for company
• Created 800 client websites using Active Server Pages and Access Data Base
• Answered all incoming calls from End Users needing assistance using website
• Maintained Database of client information
• Installed hard drive encryption software
• Build desktops on a Windows XP environment
• Migration from Windows Professional to Windows XP